SlotMonster Casino - Player believes that their withdrawal has been delayed.

Hello, I deposited 65 euros and won 1300 euros, then an additional 1000 euros. I decided to withdraw 1500 euros, as I had met the wagering requirements thanks to a 30 euro bonus. This allowed me to withdraw 1500 euros. Now they refuse to pay me, claiming that I still had a bonus. I wouldn't have been able to withdraw if the requirements weren't met. Instead, they only returned 30 euros to me. (I wagered 4 euros and got free spins, which led to a total win of over 1000 euros across two rounds, approximately 2350 euros combined.) They're holding my 1500 euros, which were already wagered. I played with around 1000 euros before making the withdrawal.

I don't have any screenshots as they have removed all the history of this event from my account?

Dear baffeefternamn,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Now they have blocked me and now I can't even log in. They have blown me out of SEK 17,000.

Dear baffeefternamn,

• Can you please clarify since when is your account fully verified?
• How many bonuses did you claim so far?

If possible please forward your deposit, bonus and betting history along with the communication between you and the casino to nikolas.b@casino.guru.

Looking forward to your response.

Regards,

Nick

Hi, I have no pictures or prints, they managed to delete all history + that they blocked me. Unfortunately.

The account was fully verified.

How many bonuses,? Maybe 2 pcs. I played there & lost about 150tsk..

The first time I won now and then I got denied & blocked.

Please help me.

The last response I received was that their support is working on the matter. After that I couldn't log in anymore.

- Now it has been a week since I made the withdrawal.

- I'm still blocked.

- no money received.

- They have completely cheated me of my money.

That you can put in so much money so easily and it also earns interest on it... + then when you have to withdraw, you are not even allowed to withdraw and are blocked on the purchase. So what kind of joke is this?

Please help

Dear baffeefternamn,

Before we would take any further steps in this case, can you please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru?

Waiting for your response.

Regards,

Nick

Dear baffeefternamn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.